---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Assign roles to CSM users

# Assign roles to CSM users {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Roles control access to features, capabilities, and data in the Customer Service Management application.

## Antes de Iniciar

Role required: import_admin, user_admin, and sn_crm_foundation_admin  
Before you can assign roles to your users, make sure that these users have already been configured.

* [Configure users and
  groups](https://servicenow-prod.fluidtopics.net/bkzQfeiMpX_cosQBrZg8jw "A user is an individual who can access your instance and a group is a set of users who share a common purpose. The users associated with a group are listed as group members.")
* [Configure accounts and
  contacts](https://servicenow-prod.fluidtopics.net/_kdsbb8TTrvur6FBcXy5YA "An account is a supported external customer and a contact is a user who is an employee of an account.")
* [Configure consumers](https://servicenow-prod.fluidtopics.net/0zXWFTeRQzlNclBpCNcsLQ "A consumer is a customer in the business-to-consumer (B2C) business model.")
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## Por Que e Quando Desempenhar Esta Tarefa

You can assign roles to individual users or groups. Apply roles to groups and the
members of those groups inherit those roles.

The Customer Service Management application provides two types of roles: internal roles
for agents and managers and external roles for customers, customer partners, and
consumers.  
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| Internal Roles | External Roles |
|-|-|
| Business-to-business (B2B) * sn_customerservice_agent * sn_customerservice_manager {#assign-csm-roles__ul_tsw_5w4_rkb} | Business-to-business (B2B) Customer * sn_customerservice.customer * sn_customerservice.customer_admin * sn_customerservice.customer_case_manager {#assign-csm-roles__ul_iln_cx4_rkb} |
| Business-to-business (B2B) * sn_customerservice_agent * sn_customerservice_manager {#assign-csm-roles__ul_tsw_5w4_rkb} | Business-to-business (B2B) Partner * sn_customerservice.partner * sn_customerservice.partner_admin {#assign-csm-roles__ul_xcz_fx4_rkb} |
| Business-to-consumer (B2C) * sn_customerservice.consumer_agent * sn_customerservice_manager {#assign-csm-roles__ul_eg5_yw4_rkb} Nota: Assigning a consumer role without a linked consumer record prevents the user from performing consumer activities. You can create the consumer record by navigating to AllCustomer ServiceCustomerConsumers before assigning the role. | Business-to-consumer (B2C) sn_customerservice.consumer |
| Business-to-consumer (B2C) * sn_customerservice.consumer_agent * sn_customerservice_manager {#assign-csm-roles__ul_eg5_yw4_rkb} Nota: Assigning a consumer role without a linked consumer record prevents the user from performing consumer activities. You can create the consumer record by navigating to AllCustomer ServiceCustomerConsumers before assigning the role. | Unified Consumer sn_customerservice.unified_consumer |
[Tabela 1. Internal and External roles for Customer Service Management]

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## Procedimento

* You can assign roles to users and groups using guided setup.
* You can also assign roles to users and groups using the ServiceNow AI Platform user administration feature.  
  * [Assign a role to
    a user](https://www.servicenow.com/docs/access?context=t_AssignARoleToAUser&version=australia&pubname=australia-platform-administration&ft:locale=en-US)
  * [Assign a role to
    a group](https://www.servicenow.com/docs/access?context=t_AssignRoleToGroup&version=australia&pubname=australia-platform-administration&ft:locale=en-US)
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**Referência relacionada**   

* [Roles installed with Customer Service Management](https://servicenow-prod.fluidtopics.net/YXWfYypi__7g20sEcBrU8Q "The Customer Service Management application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users.")